Chat Analytics CSV glossary (Professional and Enterprise)

This article contains a glossary of metrics used in Analytics. These terms are used in the following reports:

Agent and chat activity

Chat activity

Log in times

Serving times

Status sessions

Agent and chat activity by department

Chat activity by department

Agent activity

Number of chats that are assigned by system to an agent. This does not include agent initiated Chats.

Agent Report

Description

First Name

The agent's first name

Last Name

The agent's last name

Email

The agent's email address

Enabled

Whether this agent is currently enabled in the dashboard

Start Time (UTC+0)

The start time for the stats in that row (with the time zone indicated)

End Time (UTC+0)

The end time for the stats in that row (with the time zone indicated)

Assigned Chats

Number of chats that are assigned by system to an agent. This does not include agent initiated Chats.

Accepted Chats

Number of chats that agent accepted from system assigned chats. An agent can serve more chats than assigned chats by proactively initiating chat with a visitor, join a chat of other agents, receive a transferred chat from other agent, and manually pick up an unassigned chat when chat limit is reached.

Completed Chats

The number of chats which end with a reply from this agent

Dropped Chats

The number of chats accepted by or assigned to this agent which end with an unanswered message from a visitor

Missed Chats

The number of chats where this agent does not answer the incoming chat request and the visitor subsequently leaves

Chats Served

The total number of chats that the agent responded to, whether they were assigned the chat or not.

Visitor Initiated

The number of chats started by a visitor and served by this agent

Agent Initiated

The number of chats started by an agent and served by this agent

Trigger Initiated

The number of chats started by a trigger and served by this agent

Visitor Initiated (Completed)

The number of chats started by a visitor which have been completed by this agent

Agent Initiated (Completed)

The number of chats started by an agent which have been completed by this agent

Trigger Initiated (Completed)

The number of chats started by a trigger which have been completed by this agent

Visitor Initiated (Dropped)

The number of chats started by a visitor which have been dropped by this agent

Agent Initiated (Dropped)

The number of chats started by an agent which have been dropped by this agent

Trigger Initiated (Dropped)

The number of chats started by a trigger which have been dropped by this agent

Visitor Initiated (Missed)

The number of chats initiated by a visitor which have been missed by this agent

Agent Initiated (Missed)

The number of chats initiated by an agent which have been missed by this agent

Trigger Initiated (Missed)

The number of chats started by a trigger which have been missed by this agent

Unresponsive Chats

The number of chats which are started by this agent or a trigger, to which the visitor does not respond

Agent Initiated (Unresponsive)

The number of chats started by this agent where the visitor is unresponsive

Trigger Initiated (Unresponsive)

The number of chats started by a trigger and joined by this agent, where the visitor is unresponsive

Chat Satisfaction

The satisfaction rating, if any, the visitor applied to the chat session

Chats Rated

Total number of chats rated for this agent

Good

Total number of chats rated Good for this agent

Bad

Total number of chats rated Bad for this agent

Average of First Response Time (sec)

The average time it takes for an agent to respond to an initial chat request from a visitor (across all their chats)

Maximum of First Response Time (sec)

The longest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats)

Minimum of First Response Time (sec)

The shortest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats)

Average Chat Duration (sec)

The average length of time a chat session takes across all chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Maximum Chat Duration (sec)

The longest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Minimum Chat Duration (sec)

The shortest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Average Response Time (sec)

Each individual chat has its own average response time. This is calculated as the average time it takes for this agent to respond to the last visitor message in that chat. The “Average Response Time” refers to the average value of the average response time across all the agents chats.

Maximum of Average Response Time (sec)

The highest Average Response Time across all the agent's chats.

Minimum of Average Response Time (sec)

The highest Average Response Time across all the agent's chats.

Acceptance

The percentage of Assigned chats that were served by agents out of all the chats routed to the agent

Conversions (Agent Attributed)

Total number of goal conversions that are attributed to chats assigned or served by this specific agent

Chat activity

Chat Report

Description

Start Time (UTC+0)

The start time for the stats in that row (with the time zone indicated)

End Time (UTC+0)

The end time for the stats in that row (with the time zone indicated)

Completed Chats

The number of chats which end with a reply from an agent

Dropped Chats

The number of chats which end with an unanswered visitor message

Missed Chats

The number of chats where the agent does not answer the incoming chat request and the visitor subsequently leaves

Visitor Initiated

The number of chats started by a visitor on your website

Agent Initiated

The number of chats started by one of your agents

Trigger Initiated

The number of chats started by a trigger and served by this agent

Visitor Initiated (Completed)

The number of chats started by a visitor which have been completed

Agent Initiated (Completed)

The number of chats started by an agent which have been completed

Trigger Initiated (Completed)

The number of chats started by a trigger which have been completed by this agent

Visitor Initiated (Dropped)

The number of chats started by a visitor which have been dropped

Agent Initiated (Dropped)

The number of chats started by an agent which have been dropped

Trigger Initiated (Dropped)

The number of chats started by a trigger which have been dropped by this agent

Visitor Initiated (Missed)

The number of chats started by a visitor which have been missed

Agent Initiated (Missed)

The number of chats started by an agent which have been missed

Trigger Initiated (Missed)

The number of chats started by a trigger which have been missed by this agent

Unresponsive Chats

The number of chats which are started by an agent or trigger, to which the visitor does not respond

Agent Initiated (Unresponsive)

The number of chats started by an agent where the visitor is unresponsive

Trigger Initiated (Unresponsive)

The number of chats started by a trigger and joined by this agent where the visitor is unresponsive

Chat Satisfaction

The satisfaction rating, if any, the visitor applies to the chat session

Chats Rated

Total number of chats rated for this agent

Good

Total number of chats rated Good for this agent

Bad

Total number of chats rated Bad for this agent

Average of First Response Time (sec)

The average time it takes for an agent to respond to an initial chat request from a visitor (across all chats)

Maximum of First Response Time (sec)

The longest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats)

Minimum of First Response Time (sec)

The shortest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats)

Average Chat Duration (sec)

The average length of time a chat session takes (across all chats). Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Maximum Chat Duration (sec)

The longest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Minimum Chat Duration (sec)

The shortest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Average Response Time (sec)

Each individual chat has its own average response time. This is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats.

Average Response Time - Maximum (sec)

The highest Average Response Time across all chats.

Average Response Time - Minimum (sec)

The shortest Average Response Time across all chats.

Wait Time (Served)

The amount of time before an agent first responds to a chat request.

Wait Time (Missed)

The amount of time between a visitor's last comment and when they ended the chat, without an agent reply.

Conversions (Agent Attributed)

Total number of goal conversions that are attributed to chats assigned or served by a specific agent.

Conversions (Unattributed)

Total number of goal conversions, including conversions not attributed to a chat.

Log in times

Agent Report

Description

First Name

The agent's first name

Last Name

The agent's last name

Email

The agent's email address

Enabled

Whether this agent is currently enabled in the dashboard

Login Time (UTC+0)

The time the agent logged in to the dashboard (with the time zone indicated)

Logout Time (UTC+0)

The time the agent logged out of the dashboard (with the time zone indicated)

Duration (sec)

The length of time (in seconds) the agent was logged in to the dashboard

Serving times

Agent Report

Description

First Name

The agent's first name

Last Name

The agent's last name

Email

The agent's email address

Enabled

Whether this agent is currently enabled in the dashboard

Serving Start Time (UTC+0)

The start time for the chats the agent takes part in (with the time zone indicated)

Serving End Time (UTC+0)

The end time for the chats the agent takes part in (with the time zone indicated)

Duration (sec)

The length of time (in seconds) the agent was involved in the chats

Status Sessions

Name

The agent's complete name

Email

The agent's email address

Enabled

Whether the agent is currently enabled

Status

The agent's current availability status

Start Time (UTC+0)

The start time for the stats in that row (with the time zone indicated)

End Time (UTC+0)

The end time time for the stats in that row (with the time zone indicated)

Duration (sec)

The length of time (in seconds) the agent was involved in the chats

Agent and chat activity by department

Agent Report

Description

Department

The department handling the activity

First Name

The agent's first name

Last Name

The agent's last name

Email

The agent's email address

Enabled

Whether this agent is currently enabled in the dashboard

Start Time (UTC+0)

The start time for the stats in that row (with the time zone indicated)

End Time (UTC+0)

The end time for the stats in that row (with the time zone indicated)

Completed Chats

The number of chats which end with a reply from this agent

Dropped Chats

The number of chats which end with an unanswered visitor message (from this agent)

Missed Chats

The number of chats where this agent does not answer the incoming chat request and the visitor subsequently leaves

Visitor Initiated

The number of chats started by a visitor and served by this agent

Agent Initiated

The number of chats started by an agent and served by this agent

Trigger Initiated

The number of chats started by a trigger and served by this agent

Visitor Initiated (Completed)

The number of chats started by a visitor which have been completed by this agent

Agent Initiated (Completed)

The number of chats started by an agent which have been completed by this agent

Trigger Initiated (Completed)

The number of chats started by a trigger which have been completed by this agent

Visitor Initiated (Dropped)

The number of chats started by a visitor which have been dropped by this agent

Agent Initiated (Dropped)

The number of chats started by an agent which have been dropped by this agent

Trigger Initiated (Dropped)

The number of chats started by a trigger which have been dropped by this agent

Visitor Initiated (Missed)

The number of chats initiated by a visitor which have been missed by this agent

Agent Initiated (Missed)

The number of chats initiated by an agent which have been missed by this agent

Trigger Initiated (Missed)

The number of chats started by a trigger which have been missed by this agent

Unresponsive Chats

The number of chats which are started by this agent or a trigger, to which the visitor does not respond

Agent Initiated (Unresponsive)

The number of chats started by this agent where the visitor is unresponsive

Trigger Initiated (Unresponsive)

The number of chats started by a trigger and joined by this agent, where the visitor is unresponsive

Chat Satisfaction

The satisfaction rating, if any, the visitor applied to the chat session

Chats Rated

Total number of chats rated for this agent

Good

Total number of chats rated Good for this agent

Bad

Total number of chats rated Bad for this agent

Average of First Response Time (sec)

The average time it takes for an agent to respond to an initial chat request from a visitor (across all their chats)

Maximum of First Response Time (sec)

The longest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats)

Minimum of First Response Time (sec)

The shortest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats)

Average Chat Duration (sec)

The average length of time a chat session takes across all chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Maximum Chat Duration (sec)

The longest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Minimum Chat Duration (sec)

The shortest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Average Response Time (sec)

Each individual chat has its own average response time, which is calculated as the average time it takes for this agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all the agents' chats.

Maximum of Average Response Time (sec)

The highest Average Response Time across all the agent's chats.

Minimum of Average Response Time (sec)

The highest Average Response Time across all the agent's chats.

Chat activity by department

Chat Report

Description

Department

The department handling the activity

Start Time (UTC+0)

The start time for the stats in that row (with the time zone indicated)

End Time (UTC+0)

The end time for the stats in that row (with the time zone indicated)

Completed Chats

The number of chats which end with a reply from an agent

Dropped Chats

The number of chats which end with an unanswered visitor message

Missed Chats

The number of chats where the agent does not answer the incoming chat request and the visitor subsequently leaves

Visitor Initiated

The number of chats started by a visitor on your website

Agent Initiated

The number of chats started by one of your agents

Trigger Initiated

The number of chats started by a trigger and served by this agent

Visitor Initiated (Completed)

The number of chats started by a visitor which have been completed

Agent Initiated (Completed)

The number of chats started by an agent which have been completed

Trigger Initiated (Completed)

The number of chats started by a trigger which have been completed by this agent

Visitor Initiated (Dropped)

The number of chats started by a visitor which have been dropped

Agent Initiated (Dropped)

The number of chats started by an agent which have been dropped

Trigger Initiated (Dropped)

The number of chats started by a trigger which have been dropped by this agent

Visitor Initiated (Missed)

The number of chats started by a visitor which have been missed

Agent Initiated (Missed)

The number of chats started by an agent which have been missed

Trigger Initiated (Missed)

The number of chats started by a trigger which have been missed by this agent

Unresponsive Chats

The number of chats which are started by an agent or trigger, to which the visitor does not respond

Agent Initiated (Unresponsive)

The number of chats started by an agent where the visitor is unresponsive

Trigger Initiated (Unresponsive)

The number of chats started by a trigger and joined by this agent where the visitor is unresponsive

Chat Satisfaction

The satisfaction rating, if any, the visitor applies to the chat session

Chats Rated

Total number of chats rated for this agent

Good

Total number of chats rated Good for this agent

Bad

Total number of chats rated Bad for this agent

Average of First Response Time (sec)

The average time it takes for an agent to respond to an initial chat request from a visitor (across all chats)

Maximum of First Response Time (sec)

The longest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats)

Minimum of First Response Time (sec)

The shortest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats)

Average Chat Duration (sec)

The average length of time a chat session takes (across all chats). Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Maximum Chat Duration (sec)

The longest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Minimum Chat Duration (sec)

The shortest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

Average Response Time (sec)

Each individual chat has its own average response time, which is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats.

24 Comments

Hi Nora: Glossary is helpful, however may need further update? My premium plan reports on the following in our Agent Leaderboard:

#

Agent

Chats

Completed

Satisfaction

Wait Time (Served)

Response Time

Duration

I do not see a clear definition for "Wait Time (Served)" and have had slightly different explanations on this. Also for "Response Time" need to know what interval is being measured here, and if it overlaps any other metric (such as Wait Time Served). Thank you.

Seems this article was updated at the beginning of September (2017) with some better descriptions! Would be nice to get a notification on that. However, "Avg Wait Time (Served)" and "Avg Wait Time (Missed)" are still not in the list

From what I can gather though, Avg Wait Time (Served) would be the same as Average First Response Time: the average time it takes for an agent to respond to an initial chat request from a visitor. That would make Avg Wait Time (Missed) be the average time it takes for a visitor to get tired of waiting and leave without getting served.

Average Response Time was added to the list and is quite an interesting metric. "Each individual chat has its own average response time. This is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats." As I read this, it is basically a measure of how well the agent is paying attention to their chats - how quickly they reply as the chat is on-going. Very nice!

The definition for Dropped Chats is flawed, in my opinion. A user who replies with a 'Thank you' at the end of the chat that goes unreplied is counting as a dropped chat. Sometimes there's no need to send a response back, especially if the agent already thanked the user. The need to 'always have the last word' is a odd requirement from Zendesk.

The chat completed, it didn't drop. A dropped chat should reflect a session that ends unexpectedly after a dialogue has started, but the agent or end user disconnects without properly ending the session.

Hi, as I already have posted in the product feedback, the way we distribute our chat requests is different from the whole concept of Zopim. We use broadcasting, which means that the agent needs to click on a request to engage in that conversation. It would be very interesting for us to get the wait time from the moment the customer clicked the chat request on our front end, until the agent accepted (clicked according to broadcasting) and initiated the conversation. Is there any chance or way to measure this ?

I also agree with Dan Ross, the way dropped chats are measured in my opinion creates noise in the reporting.

Can you please clarify completed vs dropped chats? From the language in this article, it seems as if it may all be calculated based on who left the last message (if agent = completed chat; if customer = dropped chat). Is this accurate?

Or, can a chat with the last message from a customer be counted as complete IF the agent ends the chat? As Dan Ross stated above (https://chat.zendesk.com/hc/en-us/articles/212016748/comments/115002136647) sometimes there is no need for the agent to respond to the customer's last message, so for us, as long as the agent ends the chat in this situation, we want this to count as complete NOT dropped.

If a chat doesn't have an agent response to the visitor message, it is considered as dropped. Some customers get messages from visitors that just say "thanks". If the agent closes this chat without saying anything, it is considered a dropped chat.

For these situations, we recommend using a shortcut before closing the chat so that its viewed as a completed chat and the visitor understands the agent is leaving the chat session.

From the definition here, missed chats are ones where the visitor never received a response from anyone. We have our routing config = assinged. On the routing config page we have the capability to reassign chats to other agents after a period of time of no response (which we have set to 60 secs), but, I don't see a metric for reassigned chats (i.e. # of chats which had to be reassigned due to no response from assigned agents, agents who had their chats reassigned etc). Is this available in analytics anywhere (chat UI, Insights, Explore)?